About this unit

This unit is about communicating and consulting effectively with members of the public and others with whom you come into contact with during normal work. The term ‘others’ is given a broad interpretation and can include, for example, farmers and landowners, parish councils, school parties, or visitors from other organisations. Communication and providing care for the public will usually take place at a site, which can be widely interpreted as the place you work - an indoor or outdoor location from an office, to a reserve or open countryside.

You must communicate clearly and accurately with other people, to refer them to other sources of information when required, and to identify and handle confidential or sensitive information appropriately. Communication can be both verbal (in face-to-face situations and using a telephone or radio) or written (e.g. in response to letters). In addition, you are expected to provide a level of care to others that maintains their welfare and safety, keeps them informed and minimises visitor damage to the environment. You are expected to understand the potential conflict between public access to the environment and conservation of the environment, and to balance these differing needs accordingly.

You must also work with the local community through consultation and collaboration. The work of the organisation is likely to impact on the local community in some way. Likewise, the local community, whether through the actions of individuals or organised groups, is likely to affect the work of the organisation. You are expected to identify opportunities for consultation and collaboration, and to establish and maintain contact with relevant sections of the community. This will involve, in most cases, a need for education and awareness raising to ensure that consultation is effective. In addition, you are expected to identify, and work to resolve, any conflicts that arise between the needs of the local community and the organisation or between different sections of the local community.

This unit is relevant to all those working within the environmental conservation sector who are involved in working with local communities.

» Element EC20.1 Communicate with and care for the public and others

» Element EC20.2 Consult and work with the local community

Element EC20.1 Communicate with and care for the public and others

What you must be able to do:

1. communicate with members of the public and others politely and in a way which promotes the values of the organisation
2. communicate in a way which is suitable to the needs of members of the public and others
3. respond to requests for information clearly and accurately within your area of responsibility
4. refer members of the public and others to other appropriate sources of information where you are unable to answer questions
5. maintain your working methods and systems in ways which are consistent with relevant legislation and codes of practice
6. care for members of the public and others in accordance with organisational requirements and their needs
7. encourage members of the public and others to use the site in a way which is consistent with its purpose and condition
8. encourage members of the public and others to maintain their own safety during visits to the site
9. identify members of the public and others who may cause a threat and take the appropriate action to minimise any damage or risk

This standard covers:

A. members of the public and others:

• individuals
• groups

B. threats:

• to the site and its contents
• to flora and fauna
• to themselves
• to other people

What you must know and understand:

• values of your organisation e.g. policies and practices for customer care, promotion of environmental good practice or equality of opportunity
• why your means of communication were suitable to the needs of the public and others
• sources of information - internal and external to the organisation; written and verbal
• correct procedures for handling and communicating confidential information
• the responsibilities of self, members of the public and others in relation to relevant health and safety legislation
• organisational requirements for the care of members of the public and others
• how to identify the needs of the public and others, and when to intercept their use of the site to offer advice or help
• ways in which the needs of the site are most effectively met whilst allowing for appropriate public access
• why the organisation may have certain access policies or areas for specific public access
• the needs of the site and the effects which the public may have on it
• the importance of optimising the use of the site with the needs of the public and others
• how to handle people who cause a threat to sites in an effective, safe and courteous way

Element EC20.2 Consult and work with the local community

What you must be able to do:

1. identify and use opportunities for consultation and interaction with the local community in accordance with organisational policy
2. establish and maintain contacts with relevant sections of the local community in accordance with organisational policy
3. work with the local community to encourage understanding and awareness of environmental issues
4. actively seek reactions and opinions using the appropriate methods where the work of the organisation is likely to affect individuals and groups from the local community
5. gather and evaluate all relevant information where conflicts of interest arise, and develop recommendations for action
6. obtain organisational agreement before any action to resolve conflicts of interest is taken
7. keep relevant people within the organisation informed of the outcomes of work and consultation with the local community

This standard covers:

A. Local community:

• individuals
• organised groups.

B. Encourage understanding and awareness:

• working directly with the local community
• providing information and interpretation prior to consultation
• mediation of conflicts

C. Consultation and interaction:

• formal
• informal

D. Conflicts of interest:

• between the needs of the organisation and the needs of the local community
• between the needs of different individuals and groups within the local community

What you must know and understand:

• types of opportunities available for interaction and consultation with the local community
• ways in which contact with the local community can be maintained
• the reasons for and importance of contact with the local community
• the likely impact of the work of the organisation on the local community
• the importance of encouraging understanding and awareness as part of the consultation and collaborative working
• methods of gauging community opinion
• potential and actual conflicting interests: between different community groups, and/or between the organisation and community groups
• methods for resolving conflicts of interest
• the importance of only acting within ones own agreed authority, keeping others within the organisation informed, and knowing when to ask for intervention from others

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